Flows

Overview

Flows are automated marketing campaigns, that are initiated based on the occurrence of an event. They are ideal for managing engagement with a customer across a purchase cycle.

For example, sending order updates[order confirmed, shipped, delivered, etc.], collecting feedback, asking to reorder, etc.

There are two types of flows -

1. Non-conversational flows

2. Conversational flows

Conversational flows

A typical flow is automated to just send a message & inform (Non-conversational flows). However, a Conversational flow is one where you send a message & interact back if the customer replies.

For example, take a flow like this -

Brand: We hope your lipstick got delivered to you. How was your experience?

Customer: I liked the product

Brand: Thanks for the feedback. Would you like to purchase our lip balm as well?

Customer: Yes.

Brand: Here it is, added to your cart. Click on the link to purchase.

<Customer clicks the link, does the payment, & completes the purchase>

It’s possible to build such conversational flows via LimeChat because of its AI capabilities. You can map customer replies to some obvious responses or actions that should be executed based on the context & the customer’s reply.

Components of a flow

A flow is essentially defined by setting up the following:

1. Start of a flow: Flow entry criteria

2. Flow journey

Let's cover each of them in detail!